Sat.Nov 16, 2019 - Fri.Nov 22, 2019

The State of the Onshore USA Call Center

CustomerServ

The US economy is experiencing a record-long expansion with unemployment at the lowest point in 50 years. For most businesses, a growing economy translates into greater prosperity.

Make Contact Center Technology a Strategic Tool

Contact Center Pipeline

I’ve logged a few decades working with hundreds of contact centers. So, here’s one thing I know for sure: Contact center technology can be absolutely transformative.

Client vs Customer: Key Differences and When To Use Which

CrazyCall

Since you’re here, I bet you’re wondering what is the answer to client vs customer dispute… Is there a real difference between client and customer?? Well, let me first tell you that I’ve been there. For many years, I was neutral in a client vs customer fight. I thought both words have the same meaning, and so I can use them as synonyms. As it turns out, that’s not a thing!

8 Surefire Ways to Reduce Your Answering Service Bill in 2020

Ambs Call Center

Like most, you know about the great benefits of using a telephone answering service. What you might not know are the secrets to getting the best service possible at the lowest cost. Here are eight tips to reduce your answering service bill. How Answering Services Work

Conquering CX in the World of Technology

Speaker: Stacy Sherman, Head of Customer Experience and Culture Transformation

We are in the midst of a technological boom. New technology is being released every year and both employees and customers must adapt to the latest trends. It’s important that organizations are aware of what is available and what will be best for a successful customer experience. Join us for an insightful webinar with Stacy Sherman, where she will provide information on how current technology trends such as sending alerts and notifications can go a long way in improving customer experience and customer loyalty.

How a CX Maturity Model can transform your experience

Eptica

Date: Wednesday, November 20, 2019 Author: Arnaud Dufournet - Chief Marketing Officer How a CX Maturity Model can transform your experience. Published on: November 20, 2019.

More Trending

What questions should you ask on a customer survey?

Toister Performance Solutions

Customer service surveys are too long. Some have 10, 20, or even 30 questions. I've seen one with over 100. It takes customers a long time to answer that many questions. This causes a few problems: Customers get annoyed. Many people abandon the survey. You get a lot of data that isn't useful.

7 Effective Ways to Collect Customer Feedback through Social Media

GetFeedback

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. .

The 3 Tactics of Successful B2B Customer Support Phone Calls

TeamSupport

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients.

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Guest Blog: The Hidden Workings of Top Customer Support Teams

ShepHyken

What Are They Doing That Your Business Is Not? This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. .

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

How Would You Rate Your Company’s Client Experience? 3 Tips For Success  

ClientSuccess

Client experience, otherwise known as CX, is something you will hear often as you determine how to design and implement your product solutions for your clients. A positive client experience is crucial for long-term (and even short-term) success.

How to Define Your CX Strategy and Link it to Execution

McorpCX

Define Your Customer Experience Strategy and Link to Execution.

Using Customer Satisfaction Metrics: NPS Best Practices

Totango

There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics.

Customer Support Trends and Predictions for 2020

UJET

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. To welcome the new year, here are five predictions for 2019. Messaging Surpasses Voice. Over the years, we’ve seen voice lose ground yet still remain the primary support channel for customers in certain sectors.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Speaking your language in customer service

TELUS International

Outsourcing

How One CEO Made His Contact Center a Home

Convoso

It’s a familiar scenario. outbound sales Contact Center Culture Work-life balance Remote Sales

The end of post-call surveys?

Tethr

Post-call surveys are an industry standard when it comes to assessing customer experience. But if you are a CX leader looking to understand the level of effort customers are encountering, then relying on these sorts of surveys is the wrong path forward.

Why Digital Transformation is Key to Growth

LiveVox

Why Digital Transformation is Key to Growth You’ve probably heard the term so many times that you dismiss it as a buzzword. There’s a good reason for that; it’s been overused and its definition varies and continuously evolves.

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Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How to Resolve 5 Common Customer Service Problems

CSM Magazine

When you own a business, fostering excellent customer service can be a challenge. Pleasing everyone who uses your products or services can be nearly impossible, even for those companies that rank high in this area.

Calming Your Caller - Tips for Defusing Your Situation

ChaseData

When you stop to think about the job of a call center agent in an inbound contact center, it’s really no wonder so many people consider it a stressful task. Talking to complete strangers on the phone, one after another for hours, day after day is enough to make many people anxious.

VOE Definition: What is a Verification of Employment (VOE)?

Callminer

Ensuring your company deals with and employs only the best candidates can prove to be a very tricky feat. Although there are many honest applicants to positions and potential commitments, there are, unfortunately, some applicants who are less than trustworthy.

Enhance Your De-escalation Skills On Your Lunch Break – 30-minute training with knowledge checks and simulations

Myra Golden Media

How to Handle Difficult Customers. with a focus on de-escalation). 30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

A Dramatic Change Doesn’t Have to Be a Traumatic Change

ShepHyken

The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning. It sounds like you’re making big changes for the better. However, if you shorten the word to drama , it takes on an entirely different meaning—one that’s negative.

What is Really Happening on Black Friday?

Beyond Philosophy

What is Really Happening on Black Friday? It’s that time of year again: Black Friday sales are next week. A US tradition, Black Friday was named for the idea that it is the day retailers finally move out of the red for the year and into the black of profits.

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True Confessions: The Trials, Tribulations, Agony, Ecstasy and Irony of 20 Years as an Independent Analyst

Contact Center Pipeline

Every November since I began writing this column in Contact Center Pipeline in 2011, I’ve written about veterans and veterans’ issues in the customer service profession. As a veteran myself, and a veterans’ advocate, it was something I wanted to do.

How to Take Action on CSAT Feedback

GetFeedback

Author and businessman Harvey Mackay once said: “You learn when you listen. You earn when you listen–not just money, but respect.”. Those words could not be truer when it comes to customer experience (CX) and to your business. .

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

5 Top Customer Service Articles for the Week of November 18, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

How to Market Yourself

Beyond Philosophy

Marketing Yourself. We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. However, brand management is an essential part of your job search, as well.

Consumers Demand More Data Privacy Protections—California Responds

Contact Center Pipeline

If you have never experienced a data breach of your private information, you are likely in the minority. According to the Consumer Protection Bureau, the second-biggest category of consumer complaints in 2017 was fraud and identity theft.